Clientes estadounidenses de la marca Palladium, propiedad de Fiesta Hotel Group, han creado dos comunidades online a través de las que intercambian sus experiencias en los hoteles de dicha firma. La compañía está utilizándolas para comunicarse con ellos y conseguir un producto cada vez más adaptado a sus necesidades.
Se trata de las webs . La primera de ellas cuenta con 3.200 miembros, algunos de los cuales han estado más de diez veces en algún hotel Palladium. "Son comunidades espontáneas", explicaba el director general de la corporación, Abel Matutes Prats, durante su intervención en unas jornadas. "Después de saber que existían hemos ido "cuidándolas", pero dejando el espíritu con el que se crearon", apuntó.
Es lo que él denomina "co-creación". "Hasta hace poco la empresa definía el producto sin apoyarse en los clientes", comentó. "Ahora, antes de hacer un hotel, informamos a los usuarios de estas plataformas de los servicios que vamos a poner. Ellos nos dan su opinión y en el 90-95% de las ocasiones les hacemos caso", resaltó. "Hacemos dos o tres habitaciones de muestra y les enviamos fotos", añadió. Incluso él mismo ha participado en chat con los usuarios.
Es un sistema que "funciona muy bien" ya que "el índice de repetidores y de satisfacción es cada vez mayor". "Creas valor e involucras al cliente en el desarrollo de tu compañía", concluyó.
Araceli Guede (hoteles@hosteltur.com)
2 comentarios.
- 1Ed Williamson21/02/2009 1:02:00My wife and I just spent a week at the Palladium Vallarta for our anniversary and valentines day and I have two comments for what they are worth to the Management and owners of the Fiesta group.
1. You have a great group of people who are the front line workers .They try in all ways possible to make the stay there as pleasant and comfortable as it can be and work very hard in tough conditions. The resort is nice and in a very romantic location and in most aspects very positive. I must say again that it is the front line staff and their attitude and work that makes it what it is.
2. The management that deals with the customers makes the place not worth ever going to again. As in all large resorts there are little problems that happen and they can be dealt with very easily in ways to make people happy. I had small issues and they could have been handled with no effort or cost at all. Even if nothing could have been done then if it would have been explained to me I would have just said Ok too bad and went on and had a great holiday. The night manager I talked to on check in choice to tell me that it could and would be fixed the next day if I just put up with it that night or I could transfer to the Royal Suites for $45 extra a day. Of course the next day he was gone and no one knew anything. I then talked to the day manager who told me that if I just put up with it for the one day he would fix it the next day. Three days later after trying to find him for two days he talked to me again and basically told me he would do nothing and if I wanted it fixed I could transfer to the Royal Suites at a cost of $90 now a night. I talked to several other guests there and they all told me the same thing. Every time they wanted what they paid for and were to get in there package they were told that in order to get what they wanted they would have to pay extra. The management were rude and almost abusive and argumentative . I was told that I had already paid in advance and too bad there was nothing I could do. I finely agreed to pay an extra $140 dollars for the Valentine"s day and it was agreed to by the Concierge and I went to my room to get the money but when I came back he then said Oh it will be $200 and what he said before did not matter if I wanted it I would now have to pay more. I will be lodging a complaint about the advertising of this resort as it is not a Five star as they advertise and they also pull a bait and switch as soon as you check in by telling you to pay the extra for the Royal Suites if you really want what you already paid for according to the advertised package that you purchased. This made the holiday a very unpleasant time for us and turned what should have been a good memory into a bad one. Again I must say that the front line staff who work there are great it is the management that is bad and bad to the worst degree possible. - 2Ed Williamson21/02/2009 1:02:00My wife and I just spent a week at the Palladium Vallarta for our anniversary and valentines day and I have two comments for what they are worth to the Management and owners of the Fiesta group.
1. You have a great group of people who are the front line workers .They try in all ways possible to make the stay there as pleasant and comfortable as it can be and work very hard in tough conditions. The resort is nice and in a very romantic location and in most aspects very positive. I must say again that it is the front line staff and their attitude and work that makes it what it is.
2. The management that deals with the customers makes the place not worth ever going to again. As in all large resorts there are little problems that happen and they can be dealt with very easily in ways to make people happy. I had small issues and they could have been handled with no effort or cost at all. Even if nothing could have been done then if it would have been explained to me I would have just said Ok too bad and went on and had a great holiday. The night manager I talked to on check in choice to tell me that it could and would be fixed the next day if I just put up with it that night or I could transfer to the Royal Suites for $45 extra a day. Of course the next day he was gone and no one knew anything. I then talked to the day manager who told me that if I just put up with it for the one day he would fix it the next day. Three days later after trying to find him for two days he talked to me again and basically told me he would do nothing and if I wanted it fixed I could transfer to the Royal Suites at a cost of $90 now a night. I talked to several other guests there and they all told me the same thing. Every time they wanted what they paid for and were to get in there package they were told that in order to get what they wanted they would have to pay extra. The management were rude and almost abusive and argumentative . I was told that I had already paid in advance and too bad there was nothing I could do. I finely agreed to pay an extra $140 dollars for the Valentine"s day and it was agreed to by the Concierge and I went to my room to get the money but when I came back he then said Oh it will be $200 and what he said before did not matter if I wanted it I would now have to pay more. I will be lodging a complaint about the advertising of this resort as it is not a Five star as they advertise and they also pull a bait and switch as soon as you check in by telling you to pay the extra for the Royal Suites if you really want what you already paid for according to the advertised package that you purchased. This made the holiday a very unpleasant time for us and turned what should have been a good memory into a bad one. Again I must say that the front line staff who work there are great it is the management that is bad and bad to the worst degree possible.
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